Fx Sound and Magic Technical Support

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If you have a simple question about how to use something just send us an email instead of this form. Be sure to include the name of the application and your operating system.

If you're experiencing a technical problem of any kind please (if something doesn't work) fill out and submit the following service request form.

To save us all time, please provide as much information as possible. If you leave answers blank we'll probably respond by asking you the omitted questions instead of giving you the answer you're looking for. Questions that may look unimportant or unnecessary to you have distinct importance to us or we wouldn't bother asking.
What product is this request for?
What is the complete version number of the product? If you don't know, please look in Help About.
(example: "6.5.21")

Please describe your problem clearly, step-by-step so that we can reproduce it. Be as specific as possible. Troubleshooting modern computer systems running multimedia applications is very difficult and we have only your words and the information you provide to guide us.

Is the problem with only one source format such as: AVI formats work but  MPEG formats don't?   Yes, only one format is a problem. Other formats work. No formats work at all. N/A
Is the problem with only a few, specific source files of varied formats?

 

 Yes, some source files work fine but some others don't. No files work at all. N/A
Is the problem with only one codec such as MPEG-4 or DivX?   Yes only one codec is a problem. No, the codec doesn't matter. N/A

Please check if you are a licensed user.
What operating system are you using?
How much available drive space (GB) do you have?

If your issue is about something not working, please paste your DirectX diagnostic report into the below box.

Your DirectX report contains information about your processor, operating system, drivers and codecs installed on your system which provide clues to enable us to help you troubleshoot. Without the report we have no information with which to help you and in many cases we will have no choice but to reply telling you that we must have the report.

To start the DirectX Diagnostic Tool and to create the report, click the Windows Start button, select Run from the menu, type "dxdiag.exe" without the quotes into the dropdown, click the OK button and then click the Save All Information button on the DirectX Diagnostic Tool, open the file you just saved in notepad, select all and copy then paste it below.

 

Your Name:

Carefully enter your email address:
Please note that any submission that lacks a valid email address or any submission that contains vulgarities will be discarded by the server without being read by a human. Rude submissions will be read by a human before being discarded.

 

 

 

 

 

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Fx Sound and Magic is a trademark of J. Hepple, Inc.